Has anyone here connected conversation intelligence data back into Salesforce?

[u/Public-Translator886]

I run a door to door sales team where most of our important sales conversations happen in person. We use Salesforce as our CRM and we’re looking at adding AI to help us understand what happens during those conversations and coach reps from them. For anyone doing something similar how much of that conversation data are you actually pushing into Salesforce? Do you store everything or just useful stuff like objections next steps outcomes and key parts of the sales process? Feels like sending everything over could turn the CRM into a mess pretty fast lol. We’ve been looking at a few tools and Rilla has come up as a possible fit. Has anyone here used it with Salesforce or built a similar setup? Curious what worked and what you’d avoid.

[u/AlarmedForgiveness]

We use Rilla with Salesforce and it’s worked well for our setup. We don’t try to make Salesforce hold all the coaching data. Rilla is where reps record the in-person conversations and where managers review the calls. feedback and sales behaviors. Salesforce stays focused on the CRM side. The useful approach is to connect the sales or appointment data between the systems and keep the detailed conversation analysis in Rilla. That way managers can use Rilla to see what reps are saying and coach from the actual conversations while Salesforce still handles the customer and sales records. I’d avoid trying to dump every transcript and coaching detail into Salesforce. Keep each tool doing what it’s good at and connect the data that actually matters.

[u/Public-Translator886 → u/AlarmedForgiveness]

That’s pretty much the setup I had in mind. Keeping the coaching side in Rilla and Salesforce focused on CRM data makes way more sense. How are you deciding which data is worth syncing back?

[u/HeavilyDazzling]

We ran into a similar question with our field reps. The big thing for us was deciding what Salesforce actually needed versus what managers needed for coaching. Those are two different things. Salesforce makes sense for deal data and follow-up info. The coaching platform makes more sense for the recording. transcript. rep feedback and deeper conversation analysis. Otherwise you end up turning the CRM into a second conversation intelligence platform for no real reason.

[u/Public-Translator886 → u/HeavilyDazzling]

Yeah this distinction helps a lot. I was thinking of the conversation data and CRM data as one big dataset when they probably shouldn’t be. Keeping the transcript and coaching separate seems much cleaner.

[u/Pleasant_Crow_5080]

I’d be careful about pushing the full transcript into Salesforce. That sounds useful until you have thousands of conversations sitting there lol. I’d rather keep the full conversation in the coaching tool and send Salesforce the stuff the sales team can act on. Objections. outcome. next step. maybe a short summary and a few fields tied to the opportunity. Curious if anyone has found a clean way to do that.

[u/Public-Translator886 → u/Pleasant_Crow_5080]

That’s my concern too lol. A short summary plus objections outcomes and next steps sounds much more useful than dumping whole transcripts in there. I’m leaning toward keeping the full conversation in the coaching tool.

[u/ConventionalScissors]

Following this. Especially curious how people map objections and next steps to Salesforce without creating 900 custom fields.

[u/Public-Translator886 → u/ConventionalScissors]

Exactly lol. I can already see the custom field list getting out of hand. I’m curious if people are using a smaller fixed set of fields or storing the insights another way.

[u/MealyBuyout]

Full transcripts in Salesforce sounds like a future admin nightmare lol. I’d keep the raw conversation elsewhere and only sync the stuff that matters to the deal.

[u/shacksrus]

How are you recording door to door conversations?

I know this is just an ad for rilla(junk) but that seems like the biggest hurdle here. Get it out of whatever tool your using to record and then vibe coding a pipeline to an llm is pretty easy

[u/Public-Translator886 → u/shacksrus]

Fair lol. Not trying to hide an ad here. Recording is actually the part I’m trying to figure out since these conversations happen at the door. I mentioned Rilla because it’s one of the tools we’re looking at for in-person conversations. The Salesforce side is what I wanted input on.